Service Design
Summary
Design and govern IT service blueprints for projects moving into ongoing support, ensuring alignment with ITIL standards and operational readiness.
Key Responsibilities
1. Service Design & Lifecycle Management
Deliver Service Design Packages for critical and prioritised projects within the change portfolio.
Define and document Service Models covering Service Operations, Supplier Management, SLM and CSI.
Support the governance of IT Service Management across the service lifecycle.
Maintain and apply ITIL best practices across service design activities.
2. BAU Transition & Support Models
Create Support Models for services transitioning from project delivery into BAU.
Support reengineering of existing service designs or support models where required.
Ensure operational readiness for new or changed services through structured checklists and reviews.
Support Hypercare activities for newly transitioned services.
3. Stakeholder Collaboration
Work with Service Owners, Process Managers, PMs and BAs across the IT organisation.
Liaise across technology and service “towers” to ensure alignment of service design with business and technology strategy.
Act as an extension of client’s ITSM Process Teams where required.
4. Governance & Continuous Service Improvement
Support Continuous Service Improvement (CSI) initiatives and Service Improvement Plans (SIPs).
Maintain and improve Service Design templates, Support Model templates and Business Readiness checklists.
Review and approve service models to ensure consistency and quality.
Capture lessons learned and feed improvements back into service design practices.
5. Compliance & ITSM Alignment
Ensure service designs align with ITIL practices and internal ITSM processes.
Support audit and governance requirements related to service design artefacts.
Maintain clear documentation and traceability for service acceptance and transition decisions.
Out of Scope
Ownership of enterprise IT strategy or service architecture decisions
Direct line management of client’s employees
Delivery of application development or BAU operational support
Qualifications and Skills
Technical Skills (Aligned strictly to SOW)
Strong understanding of ITIL Service Design and Service Management practices
Experience producing Service Design Packages and Support Models
Knowledge of ITIL practices including Service Operations, Supplier Management, SLM and CSI
Familiarity with service transition, service acceptance and operational readiness concepts
Experience working within structured ITSM environments
Ability to support governance and service lifecycle documentation
Skills and Competencies:
Strong stakeholder collaboration and facilitation skills
Clear and structured documentation capability
Analytical mindset with focus on service readiness and operational impact
Ability to work effectively across distributed and matrixed teams
Professional and methodical approach to service governance
Strong attention to detail and consistency
Proactive contributor to continuous improvement initiatives
Leadership Responsibilities (Influence based, not managerial)
Act as an extension of client’s ITSM Process teams
Promote consistent application of Service Design standards
Support knowledge sharing and adoption of best practice
Provide guidance and structure to project teams on service readiness